Title: Implementing Quality with a Customer Focus Author: David N. Griffiths ISBN: 052791648X / 9780527916480 Format: Soft Cover Pages: 222 Publisher: Quality Resources Year: 1992 Availability: Out of Stock
Description
Contents
• What is the starting point in pursuit of quality? • What are the necessary ingredients to instill quality in your organization? • How do you build a solid foundation for a successful quality effort?
Managers now have access to step-by-step action plan to instill quality in their organizations as a process, not a program or project. Implementing Quality with a Customer Focus is a guide to developing, implementing, and continuously improving a total quality effort-an effort that has a beginning but no end as the quality process evolves in an organization.
To create the necessary environment for the healthy development of quality, the author stresses that you must establish a philosophy and methodology aimed at satisfying both internal and external customers. This customer focus is readily grasped by every person in an organization.
Griffiths shares valuable commentary about the attitudes necessary for successfully implementing quality, and also offers practical tips and advice for lanuching, monitoring, and further enhancing a quality process. You'll learn not just what to do, but how.
Acknowledgments
Introduction
Part 1 : Investigating, Selecting, and Developing Your Quality Concepts Chapter 1 : Establish a Customer Focus Chapter 2 : Commit to the Quality Process Chapter 3 : Develop Your Quality Mission Statement and Objectives Chapter 4 : Develop Your Quality Process Chapter 5 : Develop Your Implementation Plan
Part 2 : Laying the Foundation Through Education Chapter 6 : Orient Your Employees Chapter 7 : Educate in Basic Concepts Chapter 8 : Train Leaders and Facilitators Chapter 9 : Provide Basic Tools and Techniques
Part 3 : Applying the Process Chapter 10 : Use the Quality Process Chapter 11 : Form Family Teams Chapter 12 : Form Cross-Functional Teams Chapter 13 : Include Individual Involvement Chapter 14 : Involve Others Chapter 15 : Communicate, Communicate, Communicate
Part 4 : Supporting the Process Chapter 16 : Recognize, Recognize, Recognize Chapter 17 : Walk the Talk Chapter 18 : Monitor Process Progress
Part 5 : Enhancing the Process Chapter 19 : Convert Management to Leaders Chapter 20 : Develop and Use Meaningful Techniques & Measures Chapter 21 : Link Personal Performance to Quality Chapter 22 : Establish the Concept of Continual Improvement
Part 6 : Process Power Chapter 23 : Positive Results and Benefits Chapter 24 : Challenges Chapter 25 : Opportunities Chapter 26 : Continuing the Pursuit